Employee Involvement

Employee involvement is important in every phase of the project, especially if a change in employee behavior is critical to the achievement of greater customer satisfaction. Make sure employees are informed of the goals, of how complaints will be investigated and handled, and if customer feedback will be the basis for recognition or disciplinary action. Employees need to feel that management is committed to both customers and themselves. In addition, they need to know that management will be fair in assessing customer complaints.

The practical level of employee participation varies based on many factors. Service writers and technicians have a lot of opinions in these areas:

• Identification of root causes for customer dissatisfaction
• Suggested solutions of those issues
• Development of the program goals
• Input into the types of corrective actions for various problems
• Types of services to offer